Cancellation Rights at Conwy Wills and Trusts
Your Right to Cancel At Conwy Wills and Trusts, we understand that circumstances can change. You have the right to cancel your agreement with us within a specified period.
Cancellation Period You can cancel the service within 14 days of entering into the agreement without any charges. This period may be extended under certain circumstances.
How to Cancel To cancel, please notify us in writing via email or post. You can use our contact form here.
Effects of Cancellation If you cancel within the cancellation period, we will refund any payments received from you, including the deposit, within 14 days of receiving your cancellation notice.
Exception to Cancellation Rights If you have requested us to begin the performance of services during the cancellation period and the services are fully performed, you cannot cancel the agreement.
Contact Us For any questions about your cancellation rights, please contact us here.
Complaints
We are committed to providing a high standard of service to all our clients. If something goes wrong, we encourage you to let us know so we can put things right and improve our service in the future.
1. Making a Complaint
If you are unhappy with any aspect of our service, please contact us in the first instance. You can raise your complaint via:
- Email: kyra@conwywillsandtrusts.co.uk
- Post: Conwy Wills and Trusts, Office 1203, Apex House, Thomas Street, Trethomas, Caerphilly, CF83 8DP
- Telephone: 01492 463218
Please include your full name, contact details, the nature of the complaint, and any relevant documents or correspondence.
2. Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.
3. Investigation
Your complaint will be investigated by the Principal of the firm, Katrina Deacon. We aim to provide a full written response within 14 working days. If the matter is complex and requires more time, we will notify you with an estimated timescale and keep you updated throughout the process.
4. Outcome
We will set out our findings clearly, detailing any remedial actions we propose. If your complaint is upheld, we will offer a suitable resolution which may include an apology, correction of an error, or other appropriate remedy.
5. Unresolved Complaints
If you remain dissatisfied, you may escalate your complaint to our professional body:
The Institute of Professional Willwriters (IPW)
Website: www.ipw.org.uk
Telephone: 0345 257 2570
Email: compliance@ipw.org.uk
You must refer your complaint to the IPW within 12 months of receiving our final written response.